This unit gives students the skills to develop a distinct set of competencies for marketing in service industries. Students will critically evaluate and learn how to design, manage and evaluate the processes and performance of a service business so that they can better meet the needs of their customers. The unit analyses the essential nature of services and the role of service quality including the employees' role in service delivery and the ways to best manage the 'emotional load' for service workers. Students will also investigate the implementation of profitable service strategies, effective change management processes and service leadership models that are unique to service firms.

Important Information

Where calculators are permitted in examinations, it must be selected from an approved list, which can be accessed from the Further Information link below.

Textbook information will be displayed approximately 8 weeks prior to the commencement of the
teaching period. Please note that textbook requirements may vary from one teaching period to the next.

Disclaimer

Unit information may be subject to change prior to commencement of the teaching period.

Assessment

Assessment information will be published prior to commencement of the teaching period.

Learning Outcomes (LO)

Upon completion of this unit, students will be able to:

demonstrate a broad and coherent knowledge of services marketing theories and concepts and apply this to services marketing problems;

use cognitive and communication skills to review, analyse consolidate and synthesise relevant information drawn from a range of sources in order to demonstrate critical thinking and judgement in solving complex services marketing problems;

work independently to plan and execute tasks to enhance professional knowledge and skills in services marketing; and

demonstrate the ability to recognise, reflect on, and respond appropriately to a range of ethical, cultural or social issues influencing the practice of services marketing.

The University of New England respects and acknowledges that its people, programs and facilities are built on land, and surrounded by a sense of belonging, both ancient and contemporary, of the world's oldest living culture. In doing so, UNE values and respects Indigenous knowledge systems as a vital part of the knowledge capital of Australia.